Senior IT Support Specialist

Engage daily with clients of different technical backgrounds, offering high-quality support and consultation via HireIT intake channels (phone, email, ticket management system) and through deskside support at multiple campus locations.

Maintain a support level of knowledge regarding client hardware and applications, contribute to documentation and knowledge base updates, and collaborate with clients and colleagues to deliver IT solutions that support business needs and improve workflows.

Act as a subject matter expert for HireIT.

Support colleagues and mentor junior staff.

Engage in ongoing learning about new technology, business processes, and professional development.

Establish and maintain relationships with clients, including client relationship management and communication to inform them of changes and updates.

Keep clients informed about Penn computing policies, standards, and recommended practices.

Maintain an understanding of client office functions and needs.

Engage with clients and colleagues to address various business needs.

Provide recommendations and evaluations of IT solutions to enhance work processes, based on thorough analysis and comprehension of business and operational requirements

Manage projects and solutions involving clients, vendors, and university IT teams, and participate in campus-wide initiatives such as project teams, task forces, and user groups.

Manage the functional area ticket queue by coordinating incoming client requests, prioritizing existing inquiries, and resolving outstanding tickets.

Act as tier 2 escalation point for client issues and requests.

Occasional coverage for evenings, weekends, and recognized University holidays may be required.

Bachelor of Science and 2 to 3 years of experience or equivalent combination of education and experience is required.

Proven experience in providing technical support to executive-level individuals preferably in an academic computing or professional services environment.

Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly.

Experience providing technical support for contemporary client operating systems (Macintosh and Windows), Smartphones, Printers, and Productivity Applications, preferably in an academic computing or professionalservices environment.

Excellent interpersonal, oral, and written communication skills with the ability to present technical materials clearly.

Experience in providing meeting support and acting as an escalation point for client issues.

Ability to maintain confidentiality and high sensitivity to privileged University information.

Ability to work independently and as part of a team, with the ability to lead and coordinate team efforts as needed.

Ability to thrive in a client-centric, technically-focused environment.

Ability to adapt to a changing and variable work environment.

Health, Life, and Flexible Spending Accounts: Penn offers comprehensive medical, prescription, behavioral health, dental, vision, and life insurance benefits to protect you and your family’s health and welfare.

You can also use flexible spending accounts to pay for eligible health care and dependent care expenses with pre-tax dollars.

Tuition: Take advantage of Penn's exceptional tuition benefits.

You, your spouse, and your dependent children can get tuition assistance here at Penn.

Your dependent children are also eligible for tuition assistance at other institutions.

Retirement: Penn offers generous retirement plans to help you save for your future.

Penn’s Basic, Matching, and Supplemental retirement plans allow you to save for retirement on a pre-tax or Roth basis.

Choose from a wide variety of investment options through TIAA and Vanguard.

Time Away from Work: Penn provides you with a substantial amount of time away from work during the course of the year.

This allows you to relax, take vacations, attend to personal affairs, recover from illness or injury, spend time with family—whatever your personal needs may be.

Long-Term Care Insurance: In partnership with Genworth Financial, Penn offers faculty and staff (and your eligible family members) long-term care insurance to help you cover some of the costs of long-term care services received at home, in the community or in a nursing facility.

If you apply when you’re newly hired, you won’t have to provide proof of good health or be subject to underwriting requirements.

Eligible family members must always provide proof of good health and are subject to underwriting.

Wellness and Work-life Resources: Penn is committed to supporting our faculty and staff as they balance the competing demands of work and personal life.

That’s why we offer a wide variety of programs and resources to help you care for your health, your family, and your work-life balance.

Professional and Personal Development: Penn provides an array of resources to help you advance yourself personally and professionally.

University Resources: As a member of the Penn community, you have access to a wide range of University resources as well as cultural and recreational activities.

Take advantage of the University’s libraries and athletic facilities, or visit our arboretum and art galleries.

There’s always something going on at Penn, whether it’s a new exhibit at the Penn Museum, the latest music or theater presentation at the Annenberg Center, or the Penn Relays at Franklin Field to name just a few examples.

As a member of the Penn community, you’re right in the middle of the excitement—and you and your family can enjoy many of these activities for free.

Discounts and Special Services: From arts and entertainment to transportation and mortgages, you'll find great deals for University faculty and staff.

Not only do Penn arts and cultural centers and museums offer free and discounted admission and memberships to faculty and staff.

You can also enjoy substantial savings on other goods and services such as new cars from Ford and General Motors, cellular phone service plans, movie tickets, and admission to theme parks.

Flexible Work Hours:Flexible work options offer creative approaches for completing work while promoting balance between work and personal commitments.

These approaches involve use of non-traditional work hours, locations, and/or job structures.

Penn Home Ownership Services: Penn offers a forgivable loan for eligible employees interested in buying a home or currently residing in West Philadelphia, which can be used for closing costs or home improvements.

Adoption Assistance: Penn will reimburse eligible employees on qualified expenses in connection with the legal adoption of an eligible child, such as travel or court fees, for up to two adoptions in your household.